<p>This is a remote role in the United States.</p> <p>Serve as the contact center expert for contact center as a software (CCaaS) capabilities and implementation. Perform technical planning, architecture development and modification of specifications. Be responsible for voice, chat, email and SMS text routing. Develop and support CCaaS functionalities such as call flow design, CRM integration, scripting, etc. Troubleshoot and resolve system issues.</p> <p>Conduct root cause analysis. Liaison with vendor technical support. Communicate effectively with contact center leadership and their stakeholders. Remain current on new product releases and advances.</p> <p>Bright Horizons is trusted by families and employers around the world for high-quality child care and early education, back-up care, and workplace education. We partner with some of the world's best companies to provide services that help employees perform their best and support families to thrive both personally and professionally.</p> <p>What you will be doing:</p> <ul> <li> <p>Collaborate with contact center leadership, stakeholders and other team members during discovery sessions to understand and define business requirements and to design solutions. Provide guidance regarding best practices, policies, and procedures to optimize platform use.</p> </li><li> <p>Translate business requirements into call flow designs that enhance the customer experience.</p> </li><li> <p>Drive the decision-making processes for call center design, implementation and support. Design and deliver new CCaaS platform features and functionality.</p> </li><li> <p>Recommend technology, policies or processes that would benefit the organization and improve operations. Participate in technical evaluations of vendor software. Leverage new releases to maximize utilization of CCaaS technology.</p> </li><li> <p>Design, develop, and implement CCaaS solutions (integrated process, applications, data, and technology) that optimize contact center operations and meet the requirements of our stakeholders. Integrate CCaaS with other contact center systems (e.g., Salesforce, ServiceNow, MS Dynamics, etc.).</p> </li><li> <p>Troubleshoot CCaaS issues to include telephony integration, call flow, call quality, scripting, outbound campaigns and systems integration. Resolve integration and interface issues between various applications or systems. If necessary to escalate to internal or external technical support, do so timely and compile all details required to assess and identify the problem (e.g., interaction IDs, console logs, network logs, etc.). Test fixes to ensure problems have been adequately resolved.</p> </li><li> <p>Serve as a communication bridge between business leaders, applications development teams and infrastructure teams to understand/clarify integration requirements, address questions and manage changes across teams. Serve as a technical liaison with third-party development partners.</p> </li><li> <p>Continuously review existing CCaaS design. Propose to contact center leadership new technical architectures and solutions that reduce complexity and improve the customer experience. Stay updated on the latest CCaaS platform developments and advancements by monitoring weekly release notes.</p> </li><li> <p>Ensure existing and future call flow documentation is complete, current, and stored appropriately.</p> </li><li> <p>Participate in regular status meetings with contact center leadership and stakeholders. Actively provide insights and drive improvements to existing systems and processes based on observation, analysis of data, business direction, and strategic focuses.</p> </li><li> <p>Implement APIs based on architecture frameworks and guidelines.</p> </li></ul> <p>Minimum Requirements:</p> <ul> <li> <p>Required 3+ years in contact center operations is required</p> </li><li> <p>Required 5+ years demonstrated hands-on architect experience with CCaaS technology or a cloud based telephony system (Genesys Cloud preferred)</p> </li><li> <p>Required 3+ years hands-on experience integrating CCaaS systems with CRM solutions like Salesforce, MS Dynamics, etc.</p> </li><li> <p>High school degree or GED equivalent</p> </li></ul> <p>Preferred skills/qualifications</p> <ul> <li> <p>Associate Degree Associate or bachelor's degree in a technical field</p> </li><li> <p>Bachelor's Degree Associate or bachelor's degree in a technical field</p> </li><li> <p>Genesys Cloud CX: Developer (GCX-GCD),</p> </li><li> <p>Architect (GCX-ARC) and/or Scripting (GCX-SCR) Certification</p> </li><li> <p>Genesys Cloud CX: Professional Certification (GCX-GCP) is highly preferred</p> </li><li> <p>Hands-on experience within telecommunications integrating multiple channels into a CCaaS platform and developing complex call flows and scripts.</p> </li><li> <p>Demonstrated experience effectively utilizing contact center software applications to optimize interaction handling processes, improve contact center performance and enhance the overall customer experience.</p> </li><li> <p>Experience supporting contact center operations and technology (reporting, dialers, IVR, ACD, WFM, QA, gamification, etc.).</p> </li><li> <p>Knowledge of API protocols, API design and software development. Experience with open APIs and CCaaS integration with other solutions (like Salesforce, ServiceNow and Microsoft Dynamics).</p> </li><li> <p>Proficiency monitoring, troubleshooting and promptly resolving CCaaS and telecom service issues.</p> </li><li> <p>Excellent analytical, communication, organizational and critical thinking skills.</p> </li><li> <p>Self-starter with the ability to work with minimal supervision but, when necessary, consult with lines of business and stakeholders for direction and/or clarity.</p> </li><li> <p>Ability to effectively prioritize and execute tasks in a high-pressure environment and react to project adjustments and alterations promptly and efficiently.</p> </li><li> <p>Customer service focused and skilled at building relations with operational leaders and stakeholders.</p> </li></ul> <p>Salary and Other Compensation Disclosures</p> <p>The annual starting salary for this position is between $91,000 - $115,000. The pay range listed here is what Bright Horizons in good faith anticipates offering for this job opening. Actual compensation offers within this range will depend on a variety of factors including experience, education and training, certifications, geography, and other relevant business or organizational factors.</p> <p>Also, depending on hire date and subject to applicable eligibility requirements and accrual schedules, new employees in this role receive up to: 9 paid holidays annually; 40 hours of sick time per year based on full-time schedule, and 120 hours of vacation time per year</p> <p>Benefits:</p> <p>The Company offers the following benefits for this position, subject to applicable eligibility requirements:</p> <ul> <li> <p>Medical insurance</p> </li><li> <p>Dental insurance</p> </li><li> <p>Vision insurance</p> </li><li> <p>401(k) retirement plan</p> </li><li> <p>Life insurance</p> </li><li> <p>Long-term disability insurance</p> </li><li> <p>Short-term disability insurance</p> </li></ul> <p>Deadline to Apply Information:</p> <p>This posting is anticipated to remain open until 4/1/2025</p> <p>At this time, Bright Horizons will not sponsor an applicant for employment authorization/visa for this position</p> <p>Life at Bright Horizons:</p> <p>Our people are the heart of our company. Because we're as committed to our own employees as we are to the children, families, and clients we serve, our collaborative workplaces are designed to grow careers and support personal lives. Come build a brighter future with us.</p> <p>Bright Horizons provides equal opportunity in all aspects of employment and does not discriminate against any individual on the basis of race, color, religion, sex, age, disability, sexual orientation, veteran status, national origin, genetic information, or any other characteristic protected under federal, state, or local law. Bright Horizons complies with the laws and regulations described in the following federal government resources: Know Your Rights, Family and Medical Leave Act (FMLA) and Employee Polygraph Protection Act (EPPA).</p> <p>If you require assistance or a reasonable accommodation in completing these application materials or any aspect of the application and hiring process, please contact the recruitment helpdesk at 855-877-6866 or bhrecruit@brighthorizons.com. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.</p>